In the first email, there is no word 'busying'. No need to use past perfect 'had complained' Be careful with 'claim'- it means that you slightly doubt what the writer is saying. Good use of conditional in the first email. Never 'promise' in workplace correspondence In the second email, be careful with your grammar / spelling of 'complain' 'complained that the new refuse room is locked / complained about the new refuse room being locked' are no spare keys You do not mention the security issue in the second email. dissatisfaction among the residents recommend that we can
To : Becky Chan (Accounts Dept)
From : Jan Wong (Estate Officer)
Date : 22 March 2011
Subject : Advice about complaint letter
Hi Becky,
How are you? I am busying with a complaint letter in these days. A resident called Ellen Ma had complained about the new garbage collection system. She claimed that the lost of key may lead to the security problem in the estate.
She also complained about the scheme is implemented without consultation to the resident's committee and lastly, she complained about the altitude of our staff in the Management Office.
I think the first and the third problem can be handled easily. However, if you were me, how will you handle the second complain? Shall we apologize for this and promise we will conduct a consultation every time after the introduction of a new scheme?
Thank you for sharing your mind. If you think of any solution, please give me a call.
Cheers,
Jan
To : Richard Chan (Estate Manager)
From : Jan Wong (Estate Officer)
Date : 22 March 2011
Subject : Suggestion about resident's complaint
Dear Richard,
We have received a complain from a resident called Ellen Ma and she had complained for three problems in our estate. I have outlined the problem and the cause one by one for your reference.
1. New garbage collection system
Ms Ma complained about the new refuse room is locked. It is hard for them to throw their garbage if they have lost their key. In the current practice. There is no spare keys in the management office. I suggest we can provide a spare key to the resident with prices to solve the problems. It is also important for us to verify the identity of the residents before giving them the keys.
2. Introduction of new schemes without consultation
The another problem is about the new garbage collection system is implemented without consultation. It lead to some dissatisfaction of the residents. Since there is a rule stated in the estate management regulations, I recommend we can conduct a consultation with the residents' committee next time when we install a new system to the estate.
3. Working altitude of the staff in the management office
The last problem Ms Ma mentioned is the rudeness and unhelpfulness of the staff in the management office. I think it may be a subjective opinion of Ms Ma. But I also suggest we can print out a guidelines of good customer service to the staffs. And the guidelines can also be posted in the office to remind out staff to serve the resident in a better manner.
I hope the suggestions to the problems are effective and efficient. If you agreed with the recommendation, I would like to ask for your approval to implement the suggestion to solve the problems. Thank you for your attention.
Best regards,
Jan Wong
Collier Estate Management Ltd
22 First Street
Ma On Shan
In the first email, there is no word 'busying'.
No need to use past perfect 'had complained'
Be careful with 'claim'- it means that you slightly doubt what the writer is saying.
Good use of conditional in the first email.
Never 'promise' in workplace correspondence
In the second email, be careful with your grammar / spelling of 'complain'
'complained that the new refuse room is locked / complained about the new refuse room being locked'
are no spare keys
You do not mention the security issue in the second email.
dissatisfaction among the residents
recommend that we can
To : Becky Chan (Accounts Dept)
From : Jan Wong (Estate Officer)
Date : 22 March 2011
Subject : Advice about complaint letter
Hi Becky,
How are you? I am busying with a complaint letter in these days. A resident called Ellen Ma had complained about the new garbage collection system. She claimed that the lost of key may lead to the security problem in the estate.
She also complained about the scheme is implemented without consultation to the resident's committee and lastly, she complained about the altitude of our staff in the Management Office.
I think the first and the third problem can be handled easily. However, if you were me, how will you handle the second complain? Shall we apologize for this and promise we will conduct a consultation every time after the introduction of a new scheme?
Thank you for sharing your mind. If you think of any solution, please give me a call.
Cheers,
Jan
To : Richard Chan (Estate Manager)
From : Jan Wong (Estate Officer)
Date : 22 March 2011
Subject : Suggestion about resident's complaint
Dear Richard,
We have received a complain from a resident called Ellen Ma and she had complained for three problems in our estate. I have outlined the problem and the cause one by one for your reference.
1. New garbage collection system
Ms Ma complained about the new refuse room is locked. It is hard for them to throw their garbage if they have lost their key. In the current practice. There is no spare keys in the management office. I suggest we can provide a spare key to the resident with prices to solve the problems. It is also important for us to verify the identity of the residents before giving them the keys.
2. Introduction of new schemes without consultation
The another problem is about the new garbage collection system is implemented without consultation. It lead to some dissatisfaction of the residents. Since there is a rule stated in the estate management regulations, I recommend we can conduct a consultation with the residents' committee next time when we install a new system to the estate.
3. Working altitude of the staff in the management office
The last problem Ms Ma mentioned is the rudeness and unhelpfulness of the staff in the management office. I think it may be a subjective opinion of Ms Ma. But I also suggest we can print out a guidelines of good customer service to the staffs. And the guidelines can also be posted in the office to remind out staff to serve the resident in a better manner.
I hope the suggestions to the problems are effective and efficient. If you agreed with the recommendation, I would like to ask for your approval to implement the suggestion to solve the problems. Thank you for your attention.
Best regards,
Jan Wong
Collier Estate Management Ltd
22 First Street
Ma On Shan
22 March 2011
4/F Richard Court
Ma On Shan
Dear Ms Ma